English Ctrip Reviews 276

WORST SERVICE EVER. RUDE. UNAPOLOGETIC. PATHETIC. I booked my flights and the price dropped the very next day. I was told that I have a price and booking guarantee but I was told, your fault, no refund, literally. Pay $15 extra and book on expedia. This sucks. Highly regret

Booked this trip for my colleague who is flying from Shanghai to Singapore and I can't begin with how terrible their customer service has been.

1) A week before the departing date, I called to Ctrip to change the dates of departing. I ended up spent 5 hours on the phone with Ctrip and the airline provider as both party has been throwing shades that each other claiming that it is not their duty to change. It was a terrible experience to call both party and being diverted around. To make matters worst, both companies are based in China and the international call isn't helping. Customer service officer are heavily sighing while they talk, some are even laughing while they chat.

2) Overcharged - this is the reason WHY I decided to write this to warn others. After the trip is over, I checked my bank statement - the amount that I paid for the trip was different from what was deducted from the account. I wrote in and ask for a refund in amount difference. The attender rejected me and said it was my bank's fault and told me to contact them instead (pushing people around again?) I insisted that I'm not going to do it as Ctrip is the 3rd party gateway - Why does my bank have to do it with? Ctrip then wrote back that although the website shows SGD, the amount deducted will be CNY. What nonsense is this? There was NOTHING on the website stating this and on the receipt it showed that Ctrip will be receiving SGD not CNY. After few emails of me refusing to accept such replies, I showed them the receipt and bank statement. And finally, they say they would refund me the difference in CNY in 30 days. Again, why should I trust them with refunding me in CNY when if I did not receive that amount they would say "Currency Differences" again? To top things off, there is NO apology from the start to the end of the email.

I'm writing this to warn people who are using Ctrip. Should I have not checked my bank statement I would not know that I was overcharged! I strongly urge people who have booked, check on your receipt and bank statement - there should only be ONE amount that you're paying. Please do not accept their excuse.

I trusted Ctrip and this is what I gotten in return.

I have had a terrible experience with ctrip, I needed to modify a flight booking, both the confirmation page and the confirmation email clearly indicate the fees involved in changing flights in the currency that I booked them in. I was happy to pay the fee, but when I contacted them they said because I had not booked in RMB that they could only cancel the flight. This is very misleading.
When I spoke to them on the phone they said I should contact the airline directly, however the airline indicates that I should only content the agent, leaving me no way to modify the flight only to cancel it.

This is very bad practice from a travel airline and I would say that this agency should not be trusted.

So, in response to my review below, ctrip just called saying that I had made a mistake on their system. I think they are confused about their own policy. There is a big difference between changing a name on a flight and correcting a name on a flight. I am the same person! However, it seems to be ctrips policy to just deflect liability rather than help their customers. Wrong attitude and I won't be using them again. It feels like they only called to antagonize me having basically stolen the 600rmb from me.

I don't recommend Ctrip.com,
Very Disappointing, Poor service, not trustable
I booked a room for three night in Macau around 7 months in advance for total price of AUD 354.69 has charged on my credit card.
Booking reference no. :3973281220
the Ctrip cancelled it after two days without sending me any email to let me know .
they told me the hotel is not available on those dates, which I booked the same hotel for those days directly through to hotel website for the same price.
Now I am trying to refund my money , after ten days they still don't provide me any refund reference number so I can chase it through my bank. I don't know how long it will take for a simple refund to be settled.
I read the reviews of other poor travellers that waited for their money upto three months.
be careful if you deal with them.

really bad experience with Ctrip and won't use again!!!
I had confirmed with United Air ground staff for a refundable ticket, so I cancelled one leg but Ctrip say it is part of the trip which is "NO REFUND".
This is a trip from Toronto to Hong Kong via Chicago, I had missed my flight and ground staff had changed the following day to me, however, I cannot wait for 24 hours, so I decided to buy another ticket. I had reconfirm with UA ground staff that my ticket is refundable, my booking agent may apply some penalty only. So I go ahead to purchase another ticket.
I had talk to their staff but their English is horrible, finally, they reply the ticket is 'NO REFUND"

Very disappointing of their policy. Unable to accept their explanations. Different agent gave me different statement, in the end they just send a email saying is my fault. The 1st agent, the agent claim that it is system error. 2nd agent, the agent mention that the result of checking is not out yet, we have to another 3 more days then they will get back to us. After that they called me and sent me a email saying that it is not their system fault, it's my fault for entering the wrong date myself. During these calls, they wanted to charge us CNY800 for the modification of the ticket, and CNY 840 for the fare difference of the ticket, a total ADDITIONAL charge of CNY1640 for the changes. I feel cheated as I already use CNY2004 to purchase the ticket from Sandakan, Malaysia to Singapore. Imagine from Malaysia to Singapore, the modification/ changes will have to cost me about 3/4 the price of my existing ticket. In the end, I couldn't made any changes. I hope Ctrips can show me some black and white evidence of their findings. Because of this problem, I was reprimanded by my boss.

I booked three flights with Ctrip, two of which were on Chinese airlines that went fine. The third, with Cebu Pacific, cost me all of my payment fee because Cebu Pacific did not have my name in their reservation system. I had to buy another ticket in order to get on the flight to Manila. I showed Cebu Pacific the email from Ctrip showing my "confirmation," but they said that was a booking number and not a confirmation, so they would not let me on the plane. Cebu Pacific said if you already paid, take it up with Ctrip. I tried to do this but Ctrip says this is a nonrefundable ticket. I understand that, but I paid Ctrip to get me a seat and they did not do that. They owe me my money back. But they will not budge. I will not use Ctrip again

NEVER AGAIN!!!
Be careful with this plattform.

I was booking a Room in Jakarta this February, as Ctrip offered me some discount.
Than they cancelled the room and keeped my money for 6 weeks after a Marathon of emails and calls und on pain of penalties they fixed the problem.

Very unprofessional and unfriendly.. Never again

I was traveling to Qingdao (China). Booked a room for 15$.

Get confirmation that everything is OK. Arrived to hotel next day. They say I can`t stay there. I Call to support.

They say that it`s website`s mistake. They found only another one hotel for me, but it costs about 50$. So I should pay more for this room and take a taxi to get there, as well. Talking about 15 min with manager.

Manager : It`s all we can do for you.
Me: Give my money back. I dont`t want to have any deals with you anymore.
Manager: Ok. We will make a refund.
Me: Thx.
Manager: Ok. I’m glad that we solved your problem.

Alone in unknown city.
Don`t speak chinese.
Sun goes down.
Have no place to stay.
«I’m glad that we solved your problem.»!!!

Helo I have a charge for Uss 526,52 on 05 march 2017. In my credit card finish in 414. I never received a confirmacion for that fligt From Sydney to Phuket.
For that i had to buy Again in Air Asia directly this fligt.
I Need to refound the money because i didnt use this ticket.
Best regates
Horacio Bobillier

Airline ticket buyers beware! I mistyped a name on the booking and tried to get hold of their customer service within 15 min of buying the ticket. They said there was nothing they could do except charge me half the price of the original ticket to cancel and rebuy the ticket! They have no 24 hr policy, or anything or the same. They wouldn't even refund me the price of the ticket within 3 hrs of buying the ticket! They suggested I talk to the airline, who couldn't do anything.

I wish they would have been more helpful in updating my ticket, or given me a full refund (I probably would have rebought the ticket right there with them).

Really disappointing. I guess they would be fine if you never need help or need to adjust a ticket (but then, why would you go through a travel agency at all). My advice is buy directly from the airline.

BEYOND TERRIBLE CUSTOMER SERVICE.
Booked a flight to Seoul from Shanghai. Instead of landing at 8 pm, the plane landed close to 11 making me miss an important business meeting I was meant to be attending in the first place. On the way back, over 2 hour delay as-well. No warning from Ctrip. Ended up wasting a whole weekend, a ton of money and never made it to the business meeting. When I confronted Ctrip about it and asked for some type of compensation for their incompetence, I got given a bunch of excuses and got hung up on. Basically you pay for a service that you never receive. Absolute bullocks!

I booked round trip flight from Guangzhou to Hanoi Vietnam for 16 of us leaving March 20,2017. Ctrip, with a lack of knowledge emailing me of flight cancelled to wrong destination and date. After several attempts thru emails, got it straightened. Many mistakes in name spelling, Ctrip, trying to scam me for admin fee to correct spelling errors with a price equal to a new ticket. I contacted airline direct, no fee. I have dozens of emails to Ctrip requesting for flight details, received 6-7 out of ten bookings. Had to once again contacted Jetstar direct to get the rest of my flight details.
Here is the # for jetstar airline 011 86 400 120-1260. you can book direct thru jetstar airline. Excellence service.Why use Ctrip ??? Poor communication skills, lousy service, trying to scam me for service charge claiming it's airline policy. I have many dozens of emails to post for the world to see how incompetent Ctrip is. Please take my advice stay away from this travel agency. Absolute unsatisfactory customer service I have encounter for a seasoned traveler.

I purchased two roundtrip tickets from bangkok to phuket for $140 and i cheak 4 weeks before the flight and it says its cancelled. They never sent me an email regarding the cancellation and ive sent them an email and try to chat with them but no response. I am disappointed on their customer service.

1. I tried booking a trip from Singapore to GZ with Scoot a while ago, asking C-Trip if it came with luggage allowance or not. They had absolutely no idea and could not provide me with any information on what to do next.

2. I booked a trip with China West through C-Trip, tried contacting them multiple times but they did not respond to emails, nor were they available to chat. My flight is today and now China West is telling me that I need to pay $670 CAD to bring my luggage from Singapore to China.

I had quite a lot of problems to be honest but they resolved them pretty fast and reacted with care as well. At the end, my expectations were fulfilled and I received the service I wanted. . If you face problems, they solve them pretty fast and they way you want it!

Ctrip is targetting foreigners for scamming. So please be aware if you are a foreigner planning to use ctrip. The whole purpose of this is to warn others so that they do not get cheated out of their money and time like we did.

Four friends and i booked flights from Shanghai to Dalian and then return tickets from Dalian to Shanghai. We bought all five tickets together. Our trip to Dalian encountered no problem, but when we were coming back from Dalian one friend was issued a childrens' ticket at the check in counter. The check in staff directed us to talk with airline ticketing counter, who then gave us the ctrip hotline number to talk with them. The ctrip lady gave us one lie after the other. They claimed that we had entered a wrong birthdate and therefore a child ticket was issued. When inquired as to why there was no issue coming to Dalian only when coming back, they replied that since the two airlines were different, the policies were different and that the second flight required more specification. So in the end we were forced to cancel the so called child ticket and then buy a new ticket. But the funny story is when we came home and checked the booking details, all 5 people have been booked as adults. So in the end ctrip seems to have just done a huge scam...I suppose they have no qualms about scamming foreigners as we are unable to legally defend ourselves in another country. Also note that our refund after cancelling the so called child ticket has yet to be given. Also in case ctrip tries to blame this on communication errors due to language; we have moderate Chinese skills and we talked to both Chinese and English operators of the hotline. The fact that the two stories given to us by the two operators have slight contradicting differences could be attributed to the fact that the english operator's poor language skills.

I am extremely disappointed with the service at CTrip. I booked a round trip to Vietnam from Singapore (around 10AM) and needed to cancel the trip due to a change of plans (12PM). I called to cancel and not only did I have to wait for someone to call me back that it was confirmed, they were trying to scam me for canceling. Supposedly they had to call me back so they can determine how much to charge me for canceling when it clearly states a range of 400-450 RMB.

The first representative to call me back said cancelation was 550 RMB but when I told him that the cancelation fee says 400-450 RMB on my confirmation email, the rep had no idea what to say. So I asked for the rep to check again and they had to call me back. Of course, someone called back and surprising came back with 450 RMB and supposedly that was a special pricing just for ME. HOW ARE THEY DETERMINING THE PRICE?! WHY IS IT SO RANDOM? Why not 400$ since I originally booked just 2 hours before? Never went through this much back and forth and frustration with a company. Absolute SCAMMERS. Please DO NOT book with CTRIP. No matter how cheap. Dealing with the hassle is NOT worth it.

My account was hacked and some third party Chinese person was using my account. I received a call from Ctrip after complaining, and they informed me that because I used (some six years ago) a mobile phone in china that has subsequently been sold to a third party that this was linked to my account and hence they reset the password using the mobile phone.

They refused to close the account because they classed this person as a customer. Even though they had clearly breached data protection by allowing this person to be able to see my personal details.

The company is abysmal and doesn't understand or have any concept of data protection.

I would stay away if you value your data.